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Knowledge Management:
Best Practices for Productivity & Innovation
Dr Madan Rao
Editor, “The Knowledge Management Chronicles”
http://twitter.com/MadanRao [email protected]
The Knowledge Journey
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Existing knowledge
– Traditional knowledge
– Organisational knowledge
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New knowledge
– Innovation in organisations
– Startups/entrepreneurship
KM: Drivers and Outcomes
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Drivers
– Internal
 Challenges: knowledge retention
 Opportunities: improving productivity
– External
 Challenges: competition, environmental pressure
 Opportunities: innovation, globalisation
Outcomes
– Productivity, Innovation, Risk management
Wealth, if you use it, comes to an end; learning, if
you use it, increases.
- Swahili proverb
I hear, I forget. I see, I remember. I do, I
understand.
- Chinese proverb
A known mistake is better than an unknown truth.
- Arab proverb
An old patient is better than a new doctor.
- Kannada proverb
KM Focus Areas
Best practices
 Project management, delivery
 Risk management, knowledge retention
 Sustainable innovation
 Intellectual capital management
 Efficiency, productivity
 Customer excellence, citizen satisfaction
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What we did so far…
KM @ EurekaForbes
The “8 Cs” of Success in the
Knowledge Era
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Connectivity
Content
Community
Culture
Capacity
Cooperation
Commerce
Capital
The “8 Cs” of Success in the
Knowledge Era
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Connectivity
– Connectivity, bandwidth, devices, platform, interfaces,
standards, portal
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Content
– Archives, assets, databases. Creation, codification,
classification, archival, retrieval, tracking
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Community
– Knowledge-exchange communities, evolution of
communities, support
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Culture
– Trust, support, learning organisation
The “8 Cs” of Success in the
Knowledge Era
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Capacity
– Roles, organisational support, training, HR
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Cooperation
– Between units, with customers/partners, industry, external
institutes (eg academia)
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Commerce
– Commercial and other incentives, pricing of knowledge
contribution, ranking and usage
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Capital
– Investments into KM practice, RoI metrics
Connectivity
Early bumps: Fujitsu (lack of standardisation)
 Open Text: Livelink Wireless
 Sun (Philippines): SMS, PDA workflow
 Siemens Medical Systems: Med2Go, iPaq
 Buckman Lab’s K-Netix: CompuServe -> Web
 WLANs/WiFi: Creative design of workplaces
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Content
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Siemens: taxonomy, global editing team
Swiss Re: Knowledge managers
Factiva, LexisNexis: Newsfeeds for Intranets
EMC: Techlore knowledge respository
EMC: Tech support KnowledgeBase
Fujitsu: ProjectFinder
i2: Project Workbench
Hill & Knowlton: “Bestsellers”
Communities of Practice
Bank of Montreal: Social Network Analysis
 Tata Steel: 21 CoPs
 ChevronTexaco: CoPs and M&A
 DaimlerChrysler: TechClubs
 Oracle: Professional Communities
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Top down, bottom up, middle out;
boundary-spanning
Culture
EMC: KM culture via peer pressure
 i2: Start-up culture, learning fast
 IBM: Cognizant Enterprise Maturity Model
 i-Flex: quiz program
 Infosys: “Learn once, use anywhere”
 Quiver: “Engineering versus the rest” block
 Fujitsu Consulting: Early “dis-enlightenment”
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Capacity: Knowledge Roles
Boundary spanners, roamers, outposts,
knowledge project managers, stewards,
coaches, trainers, councillors, counsellors,
officers, integrators, administrators, engineers,
librarians, synthesisers, reporters, editors,
learning officers, CKOs, directors of intellectual
assets, CIOs, anecdote manager . . . . . . . . . . !
Capacity
EMC: Formal training programs
 HSS: KM workshops
 i-Flex: Software process certification
 NASA: Mentoring program (Academy of
Program and Project Leadership)
 Bank of Montreal: K-Café
 Johnson&Johnson: KNEAT (Knowledge
Networking Environmental Assessment Tool)
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Cooperation
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Industry associations: vertical (eg. NASSCOM), crosssector (eg. APQC), national (IKMS – Singapore; KCommunity - India)
EDS: Collaboration with US business schools
MITRE: Knowledge Partners program – retirees
Open Text: KM Advisory Board with 20 top customers
SunPhil: KM Association of the Philippines
World Bank’s networking of city mayors in Central
America
Commerce: Knowledge Marketplace
Siemens: “shares,” cellphones
 Infosys: Knowledge currency units
 MITRE: KM Achievement Award, Corporate KM
Recognition Awards
 EDS: EDS Fellows Programs
 IBM: Knowledge Advantage awards
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Capital
Buckman Labs: US$7,500 per person (4 per
cent of revenue)
 McKinsey: 10 per cent of revenue is spent on
KM
 Hoffman-LaRoche: cut down drug application
process by several months (US$1 million per
day)
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Maturity: Metrics
Activity metrics
 Process metrics
 Knowledge metrics
 People metrics
 Organisational metrics
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Metrics
Quantitative metrics
 Semi-quantitative metrics
 Qualitative metrics
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MoF ad: Can you find the 0 amongst the Qs?
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Social Media and KM Impacts
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Increased the population of experts available (internal +
external)
Improved creation + validation of expertise (speed,
quality)
New collective + unstructured + narrative knowledge
“Force multiplier” for collaboration and innovation
SEO + SMO
Trends: mash-ups and apps
KM: Sectoral Advantages
Media: management of multimedia content,
smooth workflow, delivery of content on multiple
devices at user end, CRM
 Government: Retention of expertise from retiring
employees, one integrated citizen interface for egovernment services, better response to
citizen/business queries
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KM: Sectoral Advantages
High-tech manufacturing: Reduced time to
market, time to repair; learning from customer
inputs and suggestions; project/product
management
 Banking/finance: New product development,
customer/activity profiling, reducing costs,
harnessing new technologies
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KM Maturity & Evolution
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2 years of KM
– Scaling (horizontal/vertical), fine-tuning
rewards/awards, refining metrics
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5 years of KM
– Phasing out rewards; external metrics for assessing
KM effectiveness; awards
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10 years of KM
– Global benchmarkes, global awards, thought
leadership: books, case studies (eg. Infosys)
Emerging Trends
Storytelling
 External KM
 Gamification
 Sense-making
 KM + innovation
 Research mindset
 Internal crowdsourcing
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Wealth, if you use it, comes to an end; learning, if
you use it, increases.
- Swahili proverb
I hear, I forget. I see, I remember. I do, I
understand.
- Chinese proverb
A known mistake is better than an unknown truth.
- Arab proverb
An old patient is better than a new doctor.
- Kannada proverb
Questions?
Twitter: @MadanRao